Global Head of Product Operations & Support

Gray Global Placements LTD; Remote; GBP 100,000 - 130,000; Full time

Job summary

A leading global IT solutions provider is looking for a Head of Product Operations and Support. This key leadership role will focus on establishing and managing high-performing global support operations. Responsibilities include designing support frameworks, leading a team, and improving customer experience. Candidates should have over 15 years of experience in SaaS or technology environments and a strong customer focus. A competitive package is offered, with international travel required.

Benefits

Flexible Location

Competitive Package

International travel required

Qualifications

• 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments.
• Background in managing support across hybrid or multi-tenant platforms.
• Exceptional leadership, communication, and stakeholder management skills.

Responsibilities

• Design the global support operations framework, covering incident management and service request handling.
• Build and lead a high-performing team of support managers and operations analysts.
• Ensure responsive and technically sound support experience for all customer segments.

Skills

Leadership

Customer focus

Operational efficiency

Service delivery

ITIL expertise

Tools

ServiceNow

Jira Service Desk

Job description

A leading global IT solutions provider is looking for a Head of Product Operations and Support. This key leadership role will focus on establishing and managing high-performing global support operations. Responsibilities include designing support frameworks, leading a team, and improving customer experience. Candidates should have over 15 years of experience in SaaS or technology environments and a strong customer focus. A competitive package is offered, with international travel required.